Yes, Zoho Desk features Complaint Management software that offers a compliant tracking solution for companies to track customer complaints. Instead of having to search through several different channels for issues, the Zoho desk collects all support tickets and organizes them for the subscriber’s support team.
Zoho uses a multipronged approach to recording customer complaints rather than just waiting for customers to find support agents. This is important so support agents never lose track of a customer who needs help.
Social Media customer service is a large focus of what Zoho offers, and they use their ticket management software to record customer complaints. This way companies can record the customer complaint quickly, keep track of the conversation, look at past tickets, monitor the agent, escalate if needed, and gather responses. This helps the customer and improves the company’s overall image on social media.
As a ticket management operator, Zoho spends a lot of time recording customer complaints with their software. In addition to using social integration to record customer complaints, Zoho also uses email, live chat, telephone, and a web form for customer support.
Email by far is the simplest method for customers to contact support. Once that occurs, Zoho will take that record and turn it into a ticket and assign it to the support agent. There are many automation benefits for companies here too as Zoho provides shortcuts for agents to save time. Even better, the email-to-ticketing software even provides a record of the customers’ previous support tickets with the company for context
Zoho recommends telephone support for larger teams, where Zoho Desk’s Interactive Voice Response can simplify your navigation for you. Zoho Desk will record every incoming and outgoing call automatically for every single call. Customers can also call and leave their questions and voice messages that get logged as new tickets.
If your business wants instant responses, Zoho has an embeddable chat widget that allows customers to reach agents immediately directly from your help center. Support agents can easily convert the chat conversation into a ticket with a single click. This makes it easy to record customer complaints and save the context of the conversation.
In conclusion, Zoho does record customer complaints for all of its’ ticket management options. Each method differs a little depending on which type of support your business is looking to give customers, but all complaints are converted into tickets and saved in Zoho’s system.
How much does Zoho Complaint Management Software cost?
Zoho desk is free and includes email ticketing. A standard subscription costs $14 and includes Social Media. Upgrading to the professional subscription costs $23/agent/month and includes all of the previous and Telephony. Enterprise costs $40/agent/month and includes Live Chat and all other support options.
In addition to different ticketing options, the free account includes customer management, help center, private knowledge base, predefined SLA’s, macros, multi-language help desk, mobile apps, and 24×5 email support. At a minimum, all of the mentioned subscriptions include these items or more.